Senior Director, Customer Success EMEA
The ideal candidate will be a seasoned professional with 10+ years of experience in customer success or related fields, preferably within the SaaS environment. The role requires strong leadership skills, excellent communication abilities, and a deep understanding of SaaS business models.
About This Role:
* Lead and execute customer success strategy across EMEA with a strong focus on retention, growth, value creation, and achieving key goals such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer adoption.
* Team Leadership and Development: Lead, motivate, and mentor a team of talented Customer Success leaders, setting clear goals, providing regular coaching, and fostering professional development.
* Optimize the Customer Journey: Ensure customers achieve success by optimizing their journey, adhering to key milestones, developing and improving playbooks, and continuously identifying opportunities for enhancement.
* Drive Customer Engagement and Outcomes: Analyze drivers of customer engagement and develop strategies to maximize the likelihood of achieving desired business outcomes for our customers.
* Strategic Customer Partnership: Actively engage with customers, serve as a senior escalation point, and act as the voice of the customer within the organization, developing tailored success strategies and acting as a strategic thought partner to senior executives and stakeholders.
* Foster Cross-Functional Collaboration: Build and maintain authentic relationships with internal teams such as Renewals, Product, Engineering, Sales, Professional Services, Finance, and Marketing to drive a cohesive customer success approach.
* Promote a Customer-Centric Culture: Champion a culture of customer success across the international organization, fostering a shared commitment to delivering exceptional experiences.
* Identify and Address Operational Gaps: Identify and solve systems and process gaps to streamline operations and enhance customer success efforts.
Required Skills and Qualifications:
* 10+ Years of Relevant Experience: Proven experience in Customer Success or related fields, preferably within a SaaS environment.
* 5+ Years of Leadership Experience: Experience managing and coaching high-performing Customer Success teams or similar functions.
* Experience Across Customer Segments: Familiarity working with customers of all sizes, including Enterprise, Mid-Market, and SMB.
* Data-Driven Decision-Making: Demonstrated ability to make informed, data-driven decisions that drive customer success.
* Strategic Growth Leadership: Proven track record of driving strategic growth in a fast-paced environment.
* Executive Partnership: Experience partnering with VP-level and C-Suite stakeholders to achieve shared objectives.
* Achievement of Retention Targets: Strong history of achieving customer retention and satisfaction targets.
* Cross-Functional Collaboration: Ability to build and maintain authentic relationships with internal teams to drive a cohesive customer success approach.
* Leadership and Mentoring Skills: Demonstrated leadership capabilities with a history of mentoring talent and inspiring high-achieving teams.
Benefits:
* You'll grow here.
* Learning is part of the job.
* You'll get full access to courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve.
* We use AI in the way we learn and the way we work.
* You'll have the space and tools to experiment, apply, and get better at using AI in practical ways.
* We trust people to lead, make decisions, and follow through.
* You'll own your work.
* We collaborate openly and shape ideas together.
Why Work Here?
Bring your curiosity. We'll bring the platform and the support. Let's LEARN together.